Habits Of A Successful Service Desk Manager, David Wright SDI

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Habits of a Successful Service Desk ManagerDavid Wright – April 2014

Surprise | Delight | Inspire



Introduction

David Wright, Service Desk InstituteDirector of Professional ServicesInspire and Deliver @dai_wright



Before we start

This is not new……

Confirm, Acknowledge, Maintain, Reassert, Convey, Demonstrate, Certify…

Spur, Inspire, Fortify, Restore, Galvanize, Rally, Revisit, Vouch…

Stimulate, Replenish, Enliven, Revitalise, Animate, Invigorate, Quicken…

Reaffirm, Advocate, Convey, Exhilarate, Re-establish…



Leadership defined

What is Leadership?

“Leadership is hard because

people and machines are

flawed”

”One of the greatest things in my career is knowing that I have helped to positively change people's thoughts."

”You are an example to people,

whether you want to be or not. You set an example for future

generations to follow."

“Delegate to the lowest level possible. Create a sense of ownership, and great things can happen.”



Leadership defined

What is Leadership?

“Leadership is the the art of influencing human behavior to accomplish a mission in a manner desired by the leader.”

@Cmdr_Hadfield #Outcomes #Hadfield #Pink141.7M followers



Leadership defined

1948: “The art of influencing human behaviour through the ability to directly influence people and direct them toward a specific goal”

1958: “The art of influencing and directing men in such a way as to obtain their willing obedience, confidence, respect, and loyal cooperation in order to accomplish the mission.”1973: ”The process of

influencing men in such a manner as to accomplish the mission.” 1986: “The process by which an

individual determines direction and influences others to accomplish the mission of the organisation."

1990: “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.”

1992: “The process of influencing others to perform a task through providing purpose, direction and motivation.”

1993: “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.”

2030: “The artistry of influencing the behaviours of all forms of consciousness, to accomplish an assignment in a manner desired by the leader, where the task does not contravene the purpose of the conscious form.



Manager to Leader….

The manager relies on control; the leader inspires trust..

A manager focuses on systems and structure; the leader focuses on people

A manager maintains; the leader develops

The manager has a short-range view; the leader has a long-range perspective...

The manager asks how and when; the leader asks what and why...

The manager has his or her eye on the bottom line; the leader’s eye is on the horizon..

The manager accepts the status quo; the leader challenges it.

The manager imitates; the leader originates.

The manager does things right; the leader does the right thing.

Leadership defined



Fulfilment of human needs

Maslow’s Hierarchy of Needs….

Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization

Abraham Harold #Maslow (1908 – 1970) Psychologist

Theory expressed in 1954 book Motivation and Personality



The needs of the led

Service Desk hierarchy of Needs….



Leadership now

What makes a great leader in the 21st Century…

Traditional is dead….

Where are you looking to anticipate change?

What is the diversity measure of your network?.

Are you courageous enough to abandon the past?



Your personal value set

Defining you…..

Your Values, business and personal, compliment and support.

Compliment strategy, prime drivers, vision, values, propositions, mission, strap line or dreams.

What is your personal value set?



The Service Desk Leader

Share the experience, its all about the human stuff…...

Define yourself and create….

Create emotional connections between people, process and technology…...

Communicate, Collaborate, Connect…...

Encourage the right behaviours..….Be passionate and

believe…...

Explore without limits, embrace the impossible, practice curiosity, focus on why…...

Do and dream at the same time…...

Create diverse teams and networks…...

Build collaborative, engaged environments and cultures…...

Build trust, advocacy and motivation…...



Summary

Impossible is just someone else's opinion….

The person who says it cannot be done, should not interrupt the person who is doing it.

#breakdownbarriers #daretobedifferent



Thank You!

21 High StreetGreen Street GreenOrpingtonKentBR6 6BG01689 [email protected]@sdi_institute

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Habits Of A Successful Service Desk Manager, David Wright SDI